Telecommunications

Connecting Customers with Telecommunications

When Alexander Graham Bell invented the telephone, he had no idea how his invention would create a communications revolution. From the landline to the mobile phone, from the television to the tablet, the telecommunications industry has grown and expanded immensely over the years. With so many people using mobile devices to communicate, it’s become critical for companies to provide great service to match their omni-channel customers’ needs.

Aspect can help your telecommunications company succeed in the Relationship Revolution. We provide the tools and expertise you need to reach out to your customers and facilitate their outreach to you, whenever they choose to do so. Keep your customers connected through our technology and know-how.

KEY CAPABILITIES

Consistent Omni-Channel Experience: Provide harmonious customer care across any combination of voice, SMS, mobile, web and social channels, allowing customers to seamlessly move from a self-service bill check on calling minutes charged to a live agent call in order to dispute a certain itemization

Proactive Customer Care: Send out alerts before a contract is about to expire to give consumers time to choose a new service plan or upgrade their current one

Mobile Self-Service: Allow customers to top up their mobile account balances by sending a text message or using an app

Intelligent Routing: Make sure incoming service inquiries are handled by the best resource available based on type of customer (for example, cable or wireless service used and service history)

Social Engagement: Productively engage with consumers when complaints start to ground-swell around a service issue such as cable service outages so you can prevent angry feedback

Workforce Management: Adjust agents’ schedules so that there is always someone available to answer customers’ inquiries

Seamless Data Access: Personalize the customer experience by informing every interaction with data from enterprise databases and systems by segmenting customers based on type of mobile phone plan used

Customer Analytics: Capture customer speech and text interactions and give agents a complete history to draw upon when making such decisions as determining which service plan for cable, TV, and internet would best fit a customer’s needs

Agent Coaching: Analyze conversations for key terms and phrases to ensure that agents are managing interactions well, allowing supervisors to step in when negative situations arise such as customers threatening to cancel their service plans

Back Office: Enable customers to quickly enroll a customer in a loyalty program or make a service appointment. Use outbound to proactively push updates to customers about new phone models.

Deployment Options: Keep sensitive customer or account holder information right where you want it, including on-premise or private, dedicated hosting

Want to Learn More?

Call our sales team at 1-888-547-2481 (North America, click here for a global locations list), click on Chat with Sales below or email us your preferred method and day/time for us to contact you.